ENTERPRISE RENT A CAR

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Spoke with the customer and gave them a full refund.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
BUT, you need to watch out for this as Enterprise's facts are incorrect.
I have spoken to the issuing agency and they said it was "highly likely" that the ticket was not placed on the vehicle or blew-off.
I had already paid for all fees so that both parties would not continue to incur damages.
I do wish to report that the agency that Enterprise utilized is unprofessional and rude - to the point of obnoxiousness.
Enterprise should evaluate the services they use - I am not sure I will keep my business with them.
Regards,
[redacted]

Customers card has been refunded and the customer considers the matter closed.

Please be advised regarding rental #[redacted] there was a direct bill authorized by [redacted] Insurance while the customer was in the rental vehicle. The renter had the vehicle from 7/21/09 through 10/15/09. The total charges for the rental totaled $2,684.52 which was billed at the daily...

insurance rate of $27.24/day plus tax. [redacted] Insurance was billed  a total of $2469.91 leaving a remaining balance of $214.61 which was billed to the renter. The balance has not been paid and it still showing as outstanding. There are no other deposits associated with the rental.  Per Enterprise's rental contract agreement, as listed below Section 3 (9) (6) as well as the customer's signature on the rental agreement agreeing to sections 1-4, "The renter authorizes owner to submit for payment on such cards all amounts owed under this agreement Including if any third party to whom a billing was directed refuses to make payment."

On May 13th, I took my car to the body shop at Ourisman Chevrolet and received a rental from Enterprise Rent A Car. My car stayed at the body shop from May 13th until May 29th. I never take the additional car insurance on a rental because I have learned that you’re always covered by your own insurance provider, but this time I did. How it was explained to me was that for five days, the insurance would be covered. I was told that I would be responsible after those five days. What was NOT explained to me CLEARLY was that I would be paying $37 per day until my car was returned. I was charged in total $409! That’s totally unacceptable. Because my account was already closed out, I could not fight about that amount. I was offered a free 2 day rental which I felt was an insult. I am not sure what can be done about this now, but I want a complaint on file.

To Whom It May Concern,
We issued a refund for both tickets in reference to this renter. One was issued on December 22, 2014. We had to issue a check to refund the second citation because the credit card had been cancelled. We will request a check for the other citation refund today. The...

check will be mailed tomorrow 1/8/15. We did request both refunds timely but have no control over whether or not the credit card is valid. It does not take one day to issue a refund. There are several steps involved in either refunding a credit card or requesting a check to be cut. We have no control over the US Postal service speed or a bank's speed once we issue a refund. Please advise if you need anything further.Thank you
Alexandra Z[redacted]
Supervisor Customer Service
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Unfortunately the insurance company terminated [redacted]'s rental while her vehicle was still being repaired. [redacted] was made aware by the branch manager. Due to comany policy, the renter is reposponsible for payment if a third party terminates a rental or doesn't pay for the full...

amount. The branch escalated the rental due to insufficient payment by the renter and 3rd party. The vehicle was returned and [redacted] did pay the remaining balance. The payment has been noted and documented in her file.

[redacted],

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After my review of your rental, I have decided to refund your credit card in full. I apologize for the inconvenience and hope you will consider Enterprise for your future car rental needs. . Should you have any questions, please reach out to me directly at my points of contact below.
 
Thank you, [redacted]
[redacted]
Regional Controller
###-###-#### office###-###-#### cell###-###-#### fax
[redacted].[redacted]
3011 Admiral Wilson BlvdPennsauken, NJ 08109USA
enterpriseholdings.com

[redacted] [redacted]
[redacted]
[redacted]
[redacted]
CUSTOMER EXPERIENCE INFORMATION
The following claim has been resolved as we agreed to refund the...

disputed amount.
 
Customer Information:
[redacted] 
[redacted]  [redacted]  [redacted]
[redacted]
[redacted]
[redacted]
The details of this matter are as follows:
Complaint Involves:
Billing or Collection Issues 
Customer’s Statement of the Problem:
I rented a car on 08/15/2014 and it was returned on 08/24/2014. The rental agreement was supposed to be $878.00, this amount supposedly included insurance and a $150.00 deposit. When I picked up the car the representative said that the rental was $491.20 I didn't quite understand what the big difference was I had reserved a van and there wasn't one available and I had to take a different vehicle. When we did the inspection the car only had 3/4th of a tank of gas and I was asked to return it at the same level. It was. Then she let me know that there was no insurance and I told her that it was to be included She the quoted me a price of $364.00 for this. I agreed but didn't sign additional papers. They are now charging for an additional day even though the vehicle was returned on the agreed upon day. They are also claiming that no deposit was included and now they have charged my account an additional $441.81. All that I ask is to honor the original agreement and return the extra that they charged and return the $150.00 deposit 
Complaint Background:
Purchase Date: 8/15/2014
Problem Occurred: 8/25/2014
Name of Salesperson:
  Purchase Price: $941.11
Disputed Amount: $213.11 
Desired Settlement:
Return the $63.11 that was overcharged plus return the $150.00 deposit that was in the original agreement.
 
Thanks,
 
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
2223 1st Ave N
Billings, MT 59105
enterpriseholdings.com

Branch management has attempted multiple times to reach the customer regarding their complaint.  They have not received a response, but would like to come to a resolution with the customer.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I told the caller I'm asking that more is done.  I was clear that an apoplogy was not enough because there were 3 opportunities to make things right and clear. I requested a full refund but will accept half of the refund because I had no choice but to keep the rental they gave me.  I'm not satisfied with only an apology and I said that yesterday. I could not remain on the line due to work but I'm sure the caller heard me.
Regards,
[redacted]

I had spoken with [redacted] and agreed to refund $400 of his $500 deductible charged, while the claim was being investigated. Leaving only his original $100 security deposit on file. His claim is currently...

being researched and no prior damages and have been identified. I wrote to [redacted] that if after his insurance company and our Damage Recovery Unit investigate the matter his balance will be determined. If the claim stands and he is deemed responsible, he will more than likely need to furnish the remaining balance of his deductible. If it is determined that he is not responsible for the claim, as damage was found as pre existing or evidence of poor claim handling was proven, then we would immediately refund his remaining $100 deposit. Or if his insurance company satisfies the claim without a deductible being required by [redacted], we would then refund his remaining $100 deposit.  Please let me know if any further information is needed.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I  did not get any response from Enterprise when I called them for an answer to the complaint.  The manager said he would call, but I received no call back.

I spoke with [redacted] on really 2 separate issues. 1 the cleanliness of the car and then the claim written against [redacted].
1st addressed the cleanliness of the vehicle. I apologized for the situation. Made no excuses and asked if there was anything we could do to make it up to...

her explaining I would like to resolve that before moving onto the claim. She was nice and said not what she expected but really doesn't want anything for the cleanliness of the vehicle. I offered help on her next rental etc. and she respectfully declined but stated she would keep my Info. 2nd I addressed the claim. Listened to why she believes it wasn't her responsibility and why she believes it could have been caused by the renter before and not her. I apologized for the accusations and I agreed to do more digging to see if I could determine for some reason it was damaged and noted on a previous rental and also see what the cost of the damage was. I did explain my process and if through my process I am unable to determine that it occurred before her then I let her know she would be responsible for the vehicle during the time of her rental. She wasn't completely thrilled with the idea of being responsible, but appreciative of me digging into the claim.
~Matt S[redacted] (Area Manager)

I'm going to refund him $200 for a whole host of issues.  He said he didn't want a free upgrade, the vehicle was dirty, he wanted to dispute the coverage, he felt rushed (Saturday morning), and he expected to get his deposit back.  I apologized for everything, thanked him for his...

feedback, and told him I would take the feedback back to my team so we can get better.  I also told him if he ever needs anything in the future to ask for me directly and that I would take care of him personally with amazing service and a great deal.  He thanked me for being the first person from Enterprise to act like he wasn't just a crazy customer and that he looks forward to working with me again. - JUSTIN F[redacted] (BRANCH MANAGER)

I rented a car from Enterprise in Leesburg VA (25 Fairfax Street SE Leesburg, VA 20175 ((703) 777-5800). The rental was for two days - pick up Friday and drop off Sunday. I was informed that they were closed on Sunday, but that I should leave off the car and drop off the keys on Sunday, and I would be charged only for the two days. I did so. They then proceeded to bill me for an additional day (Monday), because "they entered the returned car into the system on Monday morning." Outrageous! When I called to complain, they said that they would refund the money (this refund is pending), but they would have gotten away with it if I didn't check my credit card transactions. I do not recommend this place - and check your credit card debits carefully when dealing with them!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I have received the check as requested and will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,

face="Calibri"> 
[redacted] did not purchase this vehicle ([redacted], last 6 of vin [redacted]) from Enterprise.  He is not a customer of ours.  Enterprise took this vehicle on trade from a Car Sales division customer, and we then sold it to [redacted], who is a licensed dealer in [redacted] Maryland.  Our wholesale sale date to [redacted] was 12/19/2013 at which time the title was properly reassigned to [redacted].  [redacted]’s claim that “Enterprise sold a vehicle to me through their third party contact” is simply not correct. 
 
Once Enterprise researched the exact situation with [redacted]’s title, Enterprise applied for a duplicate title at our own expense in an effort to help him with his title situation and gave the duplicate title to [redacted] on 4/15/2014.  [redacted] could have done this also.  It is our understanding that the reason why [redacted]’s title was voided was because he improperly put white-out on the title, which is why he could not properly register his vehicle. 
 
While investigating [redacted]’s claim of poor customer service on [redacted]’s part, I found that [redacted] came into our office in [redacted], MD at least 3 different times.  [redacted] was very aggressive with [redacted] and with others in the office and at one point was verbally abusive towards her.  [redacted]’s intent was to help [redacted] find a solution to his voided title, even though he was clearly not our customer. 
 
 
Sincerely,
 
[redacted]
Enterprise Holdings
Vice President of Fleet

Talked to customer and she is going to call and discuss with risk management. She was more concerned with her conversation with a branch in Virginia Beach. She is in a car now. Ok to close - KATHLEEN [redacted]